Johnston, Robert. <br/><br/>
Service operations management : improving service delivery / Robert Johnston and Graham Clark- 2nd ed. 

 - Harlow, England ; New York : FT/Prentice Hall, 2005. 
 - xix, 496 p: ill; 25 cm. 
<br/><br/><label>ISBN: </label>0273683675 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Management.
<br/><br/><label>Dewey Class. No.: </label>658 JOH